Journey Maps: Not an Exercise in Futility

CX Journey

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome.

A Statistical Exercise, NPS is Not

The post A Statistical Exercise, NPS is Not appeared first on

A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

Who's Your Gladys?

This simple exercise creates lasting changes in the way your team thinks and acts with customers. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. appeared first on Who's Your Gladys?

What Way Of Being Creates Access To Effectiveness In The Exercise Of Change Leadership?

Maz Iqbal

On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. Just about every one of us (as a human being) sucks at relationship, at experience design, at calling forth engagement, at change, and at the exercise of leadership due to the neglect of this radical truth.

Team Building Across Generations – Proven Approach | #leadership

Kate Nasser

Hot Topics and New Bits Teamwork Baby Boomer cross diversity exercise Gen X Gen Y generations multi-generational office silent generation success team building workplaceHere's a proven approach fr The People Skills Coach™ to team building across generations.

To Sell is Human Summary and Review

Service Untitled

There are a number of actionable exercises after each chapter and frequent references to academic studies that provide additional context for those who are interested in finding them. Gallagher, Book Reviews Customer Service Experience Exercises/Resources This year, we decided to give copies of To Sell is Human: The Surprising Truth About Moving Others by Daniel H. Pink (signed by the author himself) to all of our employees at A Small Orange as part of our holiday gift package.

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Uplifting Service Book – Group Discussion Guide

Up Your Service

Uplifting Service book book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide.

Kick Start and Optimize Your NPS for 2017


Did you really exercise four times a week this year? How often do you keep your New Year’s resolution? Come on, be honest! Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.

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Knowledge Without Understanding is Useless

CX Journey

Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. These are all learning exercises, critical learning exercises. Without that understanding, the exercises have failed.

How to Leverage What You Do Right!

Service Untitled

Behind the Scenes Exercises/Resources Little Things, Big DifferencesI saw a commercial today for an exterminating company that advertised the ongoing training their employees receives.

TV Industry: It’s Time For A Round of “Stop, Keep, Change”

Forrester's Customer Insights

A couple years ago, I pursued it largely as a research exercise. I’m obsessed with the future of television. Today, I’m up in arms based on my own experience as a TV consumer. The rumors are true: empowered consumers are real and I am one. And of late, my ad experience with my chosen form […].

Does Your Business Pass the Customer Service Fitness Test?

Who's Your Gladys?

Customer service is like exercise – do it right, and you see results. It’s simple. But there’s nothing easy or convenient about it. If it was, everyone would have six-pack abs and a stellar customer-focused culture. Want to pass the customer focus fitness test?

Customer Journey Management – it’s not just about the mapping!


As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise! An exercise that organisations are becoming increasingly and consciously aware of, it is astonishing just how many business have been involved with them over the last few years.

How Can FOCUS PDCA Help Improve Business Operations

Service Untitled

Behind the Scenes Exercises/Resources Little Things, Big DifferencesImproving what we do and how we do it is an important part of business strategy. As organizations develop and grow, there is any number of improvement opportunities along the way. Opportunities can be related to business processes like the accounting function, a manufacturing process or a service process aimed to improve the customer experience.

How To Choose A Persona For Your Journey Map

Kerry Bodine

When I was in grad school, we did an exercise where we designed a particular experience for both the Pope and a drug dealer. We didn’t do any “customer” research for this, natch, but the general principles of the exercise were similar to the idea of designing for extreme customers.).

How to Pass the Customer Service Fitness Test

Who's Your Gladys?

Customer service is like exercise – do it right, and you’ll see results. It’s that simple. Though, simple and easy aren’t always a package deal. If it was, everyone would have six-pack abs and a stellar service culture. Want to pass the customer service fitness test?

Stop Falling Prey to Fad Diets When It Comes to Your CX Outcome Metrics


One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article

How “T-Rex Arms” Help Uncover Rich Customer Insights

Kerry Bodine

Maybe a customer doesn’t understand the instructions for a new exercise, so we model how it works…then forget to stop modeling. Later in the exercise, we circled back to that sticky note about the upcoming sale email and it turns out I’d gotten it wrong.

ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics


When Life Fitness wanted to step up its online efforts and relaunch its website, the exercise equipment manufacturer turned to ForeSee. Life Fitness knew it needed a partner with a. The post ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics appeared first on ForeSee.

5 So Whats: Prioritizing Improvement Opportunities

CX Journey

When you conduct a So What exercise, you're really trying to understand the importance and the impact of implementing a solution. To me, it seems like a smart exercise to do with any improvements that you plan to make. Image courtesy of (F.Q)

Lessons From Leaders At Brands Where CX Is Working


They aren’t just doing ‘low-hanging fruit’ exercises, they’re very focused on creating enterprise and customer value at the same time. I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new.

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Winning Customer Loyalty with Empathy

CX Journey

Hold a brainstorming session with your team, managers, and even stakeholders, to pull in as many ideas through an empathy map exercise. Throughout the exercise, you will be looking at four aspects of the customer experience: thinking, seeing, doing, and feeling.

How to Build a Seamless Customer Experience

Customer Bliss

We find that leaders who are personally involved in these sometimes mind-twisting exercises are most united in their communication and decision-making. The exercise of creating a journey map does not ensure a seamless customer experience.

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Customer Journey Mapping – The Right Steps…

Ian Williams

I was once advised by a major automotive brand that they had undertaken a Customer Journey Mapping exercise, only to find that they had simply mapped out their internal processes relating to the production and distribution of promotional materials to customers over time. There is certainly nothing wrong with the automotive brand undertaking this exercise, however what they were doing was more ‘inside-out’ than ‘outside-in’. Customer Experience is much bigger than Customer Service.

A Tale of Two Returns or Why “That’s Our Policy” Should Be Banned from Customer Service Lingo

Who's Your Gladys?

Coffee keeps me functioning and my dogs keep me walking, aka getting the exercise I need to stay healthy. Two things that are extremely important to me are coffee and walking my dogs. Unfortunately, over the last few months, both my coffee maker and my walking shoes have given me major trouble. Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys? customer service article customer service training defective product returns

5 powerful TED videos that will make you a smarter researcher

Vision Critical

Why Some People Find Exercise Harder Than Others — Emily Balcetis, social psychologist. Don’t be confused: this presentation , by Emily Balcetis, a social psychologist and associate professor at NYU, is not about exercise.

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Customer Journey Mapping Workshop in November!

Kerry Bodine

And of course, you’ll get to hang out with us for two whirlwind days of discussion, hands-on exercises, and our favorite workshop supply—sticky notes! Join us for a hands-on customer journey mapping workshop in the heart of San Francisco!

Get Ready for Your Customer Journey Mapping Workshop!

CX Journey

Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys.

20 Customer Service Training Ideas and Activities for Busy Teams


Hand out worksheets that prompt your group to think about and write down their anchors: it may be something like exercising or drinking tea—encourage your workers to think about little things that help them elevate their moods.

2017: The Year Of The Journey

Kerry Bodine

Journey managers need to conduct ethnographic research, facilitate current- state journey mapping exercises, and analyze a wide range of Voice of the Customer data to understand customers biggest pain points—and how those pain points stack up against those in competitors’ customer experiences.

If You Don’t Know Where You’re Going…

Touchpoint Dashboard

I’ve seen folks dive into mapping exercises only to get stopped in their tracks because they hadn’t done two crucial things […]. Yogi Berra once said, “If you don’t know where you are going, you’ll end up someplace else.” ” This is true in life and in any project you undertake. It’s also true in journey mapping.

6 Steps to Help You Put Customers at the Center of the Organization, Part 1

CX Journey

Socialize the insights/findings Step 1: Identify the Customer Knowing who the customer is seems like a no-brainer, but you’d be surprised by how many companies have never gone through the exercise of identifying the customer.

You’ve done journey mapping? So what?

Ian Williams

One organisation we were dealing with recently suggested in their RFP document that a journey mapping exercise would probably not be required as part of a VoC programme delivery. When we enquired as to why this was the case, we were told that a ‘lite’ version could be done if absolutely necessary, however that the company had already undertaken four journey mapping exercises, and that our challenge would more likely be deciding which of the four would be best to use.

Listen to Learn, Listen to Earn

CX Journey

This post is about three key exercises to lay the foundation for beginning any customer listening efforts. They tie in nicely to your journey maps and are necessary to begin that exercise. Start with these three exercises to get your VoC program off to a solid start.

Forrester’s Customer Experience Index, Q3 2015: It’s Hard Being An Optimist


That "exercise pill" scientists are working on that promises the benefits of exercise without any of the effort? I am an eternal optimist. My take on the Dow's spiraling downward in Q3? Buying opportunity! I'm thinking my six pack abs are now a sure thing. And I'm even holding out hope that the next season of "Homeland" will be as good as the first. But the Q3 2015 data from our Customer Experience Index is making it hard for an optimist like me to find a lot of bright spots.

Social Media Training Activities and Marketing Courses You Never Realized Your Team Needed


The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Empathy Exercise. Introduction. Social media is chaotic, but your social media team shouldn’t be!

Feeling Overwhelmed By Journey Mapping? You’re Not Alone

Kerry Bodine

We’ve facilitated what feels like zillions of customer workshops, and we still learn something new every time—like how to streamline our customer recruiting processes , which sticky notes hold up over a full-day workshop, or how to optimize exercises to attain deep insights.

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Validating Your Journey Maps for #CX Design Success

CX Journey

Assuming you've started the exercise by building assumptive maps, you have yet to bring the customer into the process. If you have the ability to (or if they are willing), potential and lost customers should also be included in the exercise.

Customer experience examples: 8 relevant ones

Customer Bliss

They go through exercise to immerse people in the actions and experiences customers have. I just hit Episode 50 of my customer experience podcast. It’s been so interesting to talk to CCOs and SVPs in different industries and get actionable customer experience examples from them.

Customer Experience Resolutions

CX Journey

Image courtesy of BazaarBizarreSF Are you into making customer experience predictions for next year? Personally, I'm over predictions! Any predictions! So let's forget about predictions. They never seem to be right. They never seem to be executed. And they seem to be the same year over year.